Job Description.

The Financial Counseling Supervisor position will oversee financial counseling operations across multiple facilities to deliver high quality uninsured patient experiences and exceptional conversion results. This position is responsible for screening patients to identify funding resources to pay medical bills, managing associate timecards and attendance expectations, and monitoring associate metrics and team performance. This associate is responsible for monitoring high risk accounts, facilitating daily huddles with their team, and resolve & respond to email inquiries. To thrive, a successful candidate must be able to work in fast-paced environment, work independently, and exhibit deep understanding of applicable Medicaid eligibility and enrollment processes. This role requires travel as necessary to successfully support financial counseling staff and to meet client needs.

Responsibilities:

Leadership

• Supervise staff in accordance with organizational principals and local leadership philosophies.

• Assist in establishing and implementing initiatives as directed by leadership to facilitate best in class uninsured patient screenings and conversion activities.

• Support training and onboarding activities of new associates. Assist with recruiting activities as needed.

• Recommend and make updates to operating guides, job aids, and other training materials as needed.

• Encourage team members to expand their knowledge base by taking on stretch opportunities and encourage willingness to perform duties outside of their day-to-day responsibilities.

• Lead regular 1:1 meetings with associates as needed to progress initiatives, address performance, and provide mentorship.

• Develop content for and/or lead daily/weekly team meetings with staff as directed by leadership including detailed review of financial counseling metrics and holding team members accountable for performance targets.

• Conduct regular onsite leadership rounding, including quality measurement of staff to patient interactions and coaching.

• Work in partnership with leadership team to execute staffing coverage strategy and service line prioritization.

• Regularly track and report out on employee responsibilities, shift schedules, and Leave coverages.

• Drive excellent customer service by demonstrating and coaching associates on methods of going above and beyond to create a great experience for patients. Screening & Conversion Activities

• Supervise a team of associates responsible for completing financial screening for uninsured patients and identify financial assistance programs for patients unable to meet their financial obligations.

• Perform screening and conversion activities where needed as dictated by business need, such as out of office coverage or case escalations.

• Research Medicaid and other Funding Source eligibility, enrollment, and documentation requirements for acute hospital accounts.

• Ensure appropriate Medicaid and other Funding Source eligibility, enrollment, and documentation requirements for acute hospital accounts are integrated into all associate protocols.

• Monitor Financial Counseling account actions to assure that guidelines and policies are being followed.

• Evaluate process and procedures and coordinate with the National Financial Counseling leadership team to promote best in class uninsured patient screenings and conversion activities. Inter-Department Collaboration

• Serve as liaison between Case Management, Clinical Staff, Medicaid Vendor, and Family Independence Agency to assist patients and families in completing assistance program applications and determine eligibility and coverage.

• Establish working relationships with internal and external counterparts to facilitate collaboration.

• Address escalated at-risk accounts and ensure effective execution for delays of service for any elective, non-urgent admissions, procedures and scheduled diagnostic testing which have not been approved prior to the date of service.

• Provide support to address high level escalations from internal and external leadership.

Metric-Driven Performance

• Prepare, analyze, and provide daily, weekly, and/or monthly key metrics reports as assigned.

• Monitor and address individual associate performance deficiencies as needed.

• Monitor Financial Counseling team performance to assure that performance targets are met and applicable guidelines and policies are being followed. • Develop and coach associates as needed to support career growth and promote high-quality activity.

• Perform in-depth analysis of performance and productivity metrics to identify root causes of defects and areas of opportunity.

Other Responsibilities

• Perform periodic site visits to assess financial counseling operations.

• Perform all other duties and projects as assigned.

Required Qualifications:

• High school diploma

• Minimum 2 years experience within healthcare operations

• Excellent customer service skills exhibiting patience, empathy, and compassion • Strong oral and written communication skills.

• Solid computer skills (internet, email, MS Office 365)

• Ability to prioritize, multi-task and work in a fast-paced, high-volume environment.

• Flexible schedule to support business needs.

• Strong leadership skills; must act as a role model and mentor to team members

• Ability to establish oneself as a peer with a positive attitude and a trusted partner for our clients Desired

Qualifications:

• Minimum 1 year leadership experience within healthcare operations

• 1 or more years of experience with Medicaid eligibility and application process.

• Ability to dive deep into details and personally drive results in complex and challenging environments.

• Ability to self-start, continually learn, and proactively take on new challenges.

• Strong organizational skills to systematically develop and drive strategic initiatives.

For this US-based position, the base pay range is $47,236.00 - $74,776.00 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

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To learn more, visit: R1RCM.com

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